A major incident impacts major business operation. Major incidents bring an organization’s entire operation to a standstill and impacts their revenue and bottom line. This can also have far-reaching consequences for the company’s reputation.
Major incidents commonly include:
- Unfunctional or unresponsive eCommerce websites
- Client access portals are down
- Severe outages in airline check-in processes
Time is critical during a major incident and an organization’s ability in bringing back business to normalcy makes all the difference. Major incident management (MIM) helps distinguish between a real major incident versus an outage. The goal of MIM is to manage the incident life cycle and remediate the issue while minimizing disruption.
The Cloudflare 2019 global outage is an example of a major incident. A minor change in the rules used to detect anomalies resulted in major outages. Per Cloudflare’s estimates, systems were down for approximately 27 minutes and affected almost half of the internet’s accessibility.